Customer Experience
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Customer ExperienceRead moreOn-Hold Messages 101: How to Create a Great On-Hold Experience
Waiting on hold is a part of doing business, and the abandoned rate for these callers is very high. -
Customer ExperienceRead moreMeet AI: Your New Virtual Contact Center Assistant
The Jetsons, Star Wars, and WALL-E all had it right. -
Customer ExperienceRead moreMitel User Group Celebrates 10K Member Milestone
To celebrate the Mitel User Group’s (MUG) 10,000 member milestone, Global MUG Director Bob Baddeley and Mitel EVP and CSO Graham Bevington discussed the group’s purpose, Mitel end-user success stories, the key benefits of being a MUG member, and plans for the future. -
Customer ExperienceRead moreBuild a Stronger CX Strategy: The Top 3 EX Tips Every Business Needs
The customer experience (CX) has taken center stage for quite some time now as businesses focus on delivering personalized, frictionless experiences. But successful companies quickly realize it’s time for the employee experience (EX) to share some of the spotlights. -
Customer ExperienceRead more3 Ways Successful Businesses are Boosting Customer and Employee Loyalty
As our world becomes more digitized and daily interactions span multiple channels, customers and employees expect seamless interactions and communications. Whether customers need to chat online after hours with a live service representative or employees need to communicate quickly with a colleague to answer a customer’s questions, a virtual component is a given in almost every interaction. -
Customer ExperienceRead moreWhy Do Contact Centers Still Prefer On-Prem?
I’ve always noted a disconnect between what’s presented at conferences or written in blogs — and what customer experience (CX) leaders tell me as we advise them or as they participate in research interviews about contact center architecture. -
Customer ExperienceRead moreHow to Improve the Healthcare Patient Experience
While a healthcare facility’s chief concern is providing quality medical care, a patient’s guest experience extends beyond purely medical concerns. -
Customer ExperienceRead moreExperts Reveal Customer Experience Trends For 2023
In the 20th century, customers had far more limited choices than now. You could shop at the hardware store on the corner or the one miles down the road — provided you were in a big enough city to support two hardware stores. -
Customer ExperienceRead moreTop 3 Ways to Build Trust with Digital-First Consumers
The modern consumer is a digital one. While it’s true people are returning to physical stores and offices, most continue to rely on digital channels as the first point of interaction (and some have made a permanent shift to digital in post-pandemic). -
Customer ExperienceRead moreHow to Unlock Better CX through the Right Employee Experiences
What kind of experiences are people having with your company? In prior years, this question was mainly aimed at your customers. Customer service was and still is one of the most critical aspects of many positions. Why? Because satisfying experiences build their loyalty and, in turn, your profitability. Therefore, expectations for worker performance have dominated conversations around employment for, well … forever!